Skip to main content
Skip to footer

  • Banking / WHITE PAPER

Reimagining Customer Experience Monitoring in Banks with AI

Kumaravelu I

Industry Advisor and Transformation Head, BFSI, TCS

Surajit Kar

Transformation Consultant and Technology Head, BFSI, TCS

Kamruzzaman Shaikh

Solution Architect, BFSI, TCS

You have these already downloaded

We have sent you a copy of the report to your email again.

Embracing a machine-driven approach to customer experience monitoring

There are large gaps in monitoring customer experience in financial services, primarily due to the absence of machine first principles in customer experience management in banking. Recent advancements in AI technology such as NLP, machine learning (ML), speech-to-text, and computer vision can help banks reimagine their customer experience strategy and improve sentiment analysis, especially across digital channels. 

Embracing machine-driven monitoring of customer experience can elevate customer satisfaction across various channels:

  • Branch and ATM experience monitoring: Drive productivity, customer service, and improved situation awareness through increased video monitoring and analytics 

  • Contact center experience monitoring: Automated monitoring of customer interaction quality and sentiment analysis to enable insights-driven corrective actions

  • Digital experience monitoring: Implementation of digital experience monitoring (DEM) tools to improve customer experience 

     

More like this

Central Bank Digital Currency: Implications on Commercial Banks

White Paper | 15 Jun 2021

Digital Financial Inclusion – A Social Need and an Economic Opportunity

White Paper | 23 Apr 2020

Transformation starts here

Ready to move from enterprise to ecosystem?

Talk to our experts

Find out more